THREE TRADE IN SCAMS - DO NOT TRADE IN YOUR PHONE

[TradeinScam]

 Upgraded early through Three. Gave me a trade in option, £249 offered for my trade in. I have sent off as instructed, received (eventually) a confirmation from Ingram Services Ltd that they have my device and payment has been sent on 22/10/24. It may take up to 5 working days... 8 working days later and still no money in my account. Having done some research, there's lots of customers who have had the same issue. Having emailed 5 times, called countless times to be left on hold for literal hours whilst working from home. This is becoming very concerning and feel there is an underlying scam happening within Ingram services Ltd associated with Three. 

I'm at a complete loss of what to do at this point. I will be complaining to the ombudsman but there is a time lag for this. In the meantime i'm down £249 or my old handset. I will be cancelling my contract with immediate effect if this is not resolved. 

[logan79]

omg no way i have traded my old phone in september 1st and i have waited until now to get my £480 refund .I have had about 10 phone calls and done live chat the staff are useless they dont help at all they just keep saying they will open a case.Then 2 days later i get a text to say its closed.I requested mine to be paid into my bank account and i even rang last week to speak to payments and give my bank account info again and still no money into my bank so as its gone on so long i will raise a complaint to give them one last chance to pay me or its going to the ombudsman as £480 is mine and i wont be scammed at all .I say its time we exposed three for the scammers that they are as i assume from reading the refund failings on here there could be alot more people not getting the money and this is fraud and theft all the money they dont pay out could be in the 1000s.

I have kept all my proof of contact with three also so all the timers ive been told id be paid is utter bull.

[PeteG]

Hello, Logan. 

That's disappointing to hear. It's much longer than I would have expected it to take, as most are processed quite promptly. 

I hope that in the process of logging your complaint, the issue causing the delay is identified and resolved so that you can get your payment. 

Pete. 

[PeteG]

Hello there. 

Welcome to the Three Community. 

I'm sad to hear you're having issues getting your trade in value refunded. It's normally Ingram that you'd need to speak to in order to get an update on that, as they are the only ones who can access the information relating to the trade in and the refund. 

As you've already been advised that the refund was processed, and it's passed the 5 working days that we'd typically expect, I think it might be worth checking in with the Support Team. Depending on the options selected at the point of arranging the trade in, cash can actually be put onto the Three account instead, or used to offset the cost of the upgrade. The support team should be able to let you know if the credit showed up within the account. 

Pete.

[TradeinScam]

The problem is Pete, I spoke to someone in support and they was useless. Just said I had to wait another 5-7 days and they are sure I will be paid. Service is frankly awful. Who do I go through on support? Which option or do you mean live chat? The whole point of the trade in is what I selected, a transfer to my account. 

[PeteG]

It's unclear if when you say transfer to your account, if your referencing your Three account, or a bank account. But if you've selected to have it go to the Three account, it would not show up in your bank account. 

If you've spoken to the team, they may have tried to arrange to refund it to your bank, but I don't have the access to determine that from here. Only the support team on chat or phone would have access to the account to be able to make that determination. 

Pete.

[TradeinScam]

Quite clearly I’m talking about the transferring to my bank account. Either way, it’s ridiculous now. Zero help from ‘customer services’, no help on here other than ring the number that I have called and other countless times being on hold for over an hour a time with no answer to Ingram. I’ve emailed them too over 10 times now too. Owed £249 by Three and zero accountability. I’m worried that I’m not the only person, there’s loads in this forum. At this point I think we all need to go to the press to expose this scam.

[marcc]

Hello mate, I'm experiencing the same, how is it going for you now? Have they refunded you already?

[Atticuspowell]

As am I hahaha. I received £63 for the trade-in of my phone. But not the £150 I was promised for the trade-in.